LEXINGTON, NORTH CAROLINA -- I ordered some supplements via Vitacost 26/11/12. They shipped the box with the 'wrong' order value on the dispatch details, meaning I was charged import duty, where there shouldn't have been any. To reiterate, the value they put on the label outside was not what I paid (invoice), and didn't even match their own pick ticket sheet inside the box.
I did not accept the package as the purchase was specifically calculated not to trigger my countries (UK) import duties, i.e. under £15. I explained the issue and was told via email, that I would be given a refund if I sent a scan of the charge. I picked up the package and paid the duty. I then sent the scans, and customer support (surprise, surprise) refused my promised refund and denied any responsibility.
Customer service is terrible if you have a problem. Whether you're an international or domestic customer, there are better options. My next try will be with Swanson, considerably cheaper and you often get buy 1 get 1 free on many of the same products. One final thought, If they can lie as easily as they did, their customers truly mean nothing to them. Hope this helps.
PORTLAND, OREGON -- Regardless of my requests to stop receiving their frequent email offers, they still send them. I am calling the office after I send this to make sure my information is removed or changed to fake addresses - though I was able to get a good price per item the shipping and handling was expensive, and it took close to a 9 days to receive the items when they should have arrived 4 business days after the order was processed!
Overall the Tea Tree Toothpicks Minty Strength was significantly weaker than a box I bought at New Seasons two days after I ordered them, which leads me to believe they may have dried out sitting in a warehouse for some time before they were sent to me. I am very disappointed.
LAS VEGAS, NEVADA -- I am received very poor customer service from Vitacost for the past few months. This includes lost orders, partial shipment, damaged shipment, very poor communication from the customer service dept. including long hold times, not coming to the phone at all!, unhelpful email responses from customer service, etc... the list goes on and on!!!
Jeff Horowitz is the CEO of Vitacost and the list of board of directors can be found on their website. It is really terrible that one would have to take measures this far because it can't be resolved at the customer service management level. However, after months of undue stress just to receive an complete, intact order or at least help from customer service, I'm not sure what one must do???
TEHACHAPI, CALIFORNIA -- From my cart I clicked on the "Check out with Paypal the safer, easier way to pay" link to complete my order. In Paypal I selected my card and specified my shipping address. I placed my order and Vitacost.com got my credit card number just fine, but did not care about getting the proper shipping address.
After seeing the mistake on the confirmation email, I had no way of canceling the order. My Vitacost.com account didn't even recognize that I had submitted an order. Vitacost.com customer service was closed, so I sent an email.
I got a reply, late the next day, to inform me that my order has already shipped and that Vitacost.com is sorry for any inconvenience this may have caused... My $65 worth of product is being shipped two states away!
After 16 minute phone call to Customer Service after work, I was given the option to had someone at the other address ship it to me and pay for that shipping. Or to wait for it to arrive, call customer service, wait and wait for someone to answer, get a return number, ship it back, wait for them to re-receive their products again, refund my account, and order that whole thing again. In that amount time, I will have already gone elsewhere for my purchases.
LEXINGTON, NORTH CAROLINA -- Refer a Friend - did that. Wait 'til you try to find your $10 credit! Is it in your account? No. Did you get an email? No. Called friend, "Did you place an order for more than $50?" "Yes, already using the products." Back to the website, after much search, many menu's down, another login on a different site, more clicks and there it is??? Almost...
Now claim it and then a message they will email a coupon for the $10. Hours later, no email, not in spam, call Vitacost. "It takes TWO or THREE DAYS" to get their email!!! "OK, I want to place an order now, can you speed it up?" Like everything else at Customer Service (???) the answer is NO.
I would suggest being extremely careful when dealing with these crooks. I have attempted several times to get them to set up a magazine they promised in one of their "deals" at their website, and they have not responded to ONE email, nor have they returned calls, the real pain, anytime you call to talk to a sales rep, no matter what time it is, they are always "busy" and the person on the other end states how they will relay the message to customer service person and they're updating their phone lines. They should "update" their people skills.
BOYNTON BEACH, FLORIDA -- I have made many purchases with Vitacost.com over the past few years. Their products are good and their service is usually good. If you e-mail them about their products and want additional info, then they are very prompt in replying. If you have a problem with them, then forget about e-mailing them. They only want to hear from you if you have something good to say. That is OK, as I could live with that because I enjoyed their products.
Now, here is what I cannot live with. Back in early January this year, I placed some orders and at the end of one of my orders was a statement that read..."do you want free shipping on your next order?" I clicked on that site and it was a gimmick and I saw nothing that I was interested in, so, I clicked off that site and back to Vitacost.com. I did not join any club or give this site any of my personal info or my debit card number.
On 1-30-07, I saw that $14.95 had been charged to my debit card by a company named "shopping essentials plus". Since I had never heard of them, I called my bank and my bank rep called shopping essentials and they told my rep that they got my personal info and debit card number from "Vitacost.com". This was a real shock to me. We cancelled my membership with them and several days later they credited my $14.95 back to my account.
I e-mailed Vitacost.com and told them about this incident and told them I did not appreciate them giving out my personal info and card number to anyone, and if this is what they were doing, I would never order from them again. They did not reply. I have since e-mailed them two more times and they still have not replied to any of my three e-mails. My 2nd and 3rd e-mails I told them if they do not reply, then that pretty well proves they did give out my personal info. Also told them I would file complaints against them if they did not reply. Still no replies. I have now filed complaints with the Better Business Bureau and the Florida Attorney General's Office.
I just do not understand a company that I have given a lot of my supplement business to would do this. The really hard thing is that they will not even reply to my e-mails. The reason for this e-mail is to warn as many people as I can. Be very careful before you give this company any of your personal info or card numbers.
If there were a mix-up or Vitacost really did not pass this info on to Shopping Essentials, then would you not think they would have certainly have responded to my e-mails? I know that I can no longer trust Vitacost.com, and will NEVER buy anything from this company again, and just want everyone to know about them.
LAS VEGAS, NEVADA -- Live in AZ, closet warehouse NV. Site says "FREE SHIPPING OVER $49 | Order by 1 p.m. & receive your order in 1 day!" I order 2 items over $49 before 1 PM, 1 of those items not in stock in NV, only in stock in SC and shipped UPS ground with a 7-day delivery. Total order $52.12, use debit card, $52.12 pending hits acct. and a separate pending charge of $27.99 also hits acct. for the item shipping from SC.
Customer Service says happened because 1 item is shipping from SC, I will only actually be charged $52.12 when order ships, the pending $27.99 will fall off acct. in 3-4 days. Total B.S. A pending amount is not available money on a checking acct. - if a check comes thru this will NSF the acct. Many times I order multiple items, site says "In Stock". 2 days later receive email that it's not in stock and will ship as soon as it is. Always told, "Sorry for the inconvenience". Will no longer do business with Vitacost.
This was my first time to order from Vitacost but I did it because someone recommended some of the Vitacost brand products and offered me a 10$ off coupon. I completed my order and all the items were listed as "in stock." I then received an e-mail that my order had shipped, but at the bottom there was one item that was listed as "not shipped" and that it would be shipped later.
A few days later, I received a notice that my order was canceled. I fired off a quick e-mail complaining and asking why this item that was supposedly "in stock" was now suddenly just canceled. I received back a snippy, semi-apologetic e-mail from a customer service agent, informing me that it was the manufacturer who was out (this is a VITACOST brand product, they should know if it's in stock or not) and that I could sign up to be notified when it was back in stock. I wanted to order this when I had the coupon and when I had enough for free shipping, not later, when they supposedly have it in stock again... but how can I believe the website?
This was enough for me to rule this company out for any possible purchases but there was one more blow when my order arrived today and I discovered that they had not only removed the out of stock item, but they also magically made my 10$ discount disappear. I am so mad right now. Companies like this should not be in business. I will be going back to ordering from Super Supplements who are honest, have excellent customer service, have fast shipping and keep accurate stock reporting on their website.
LEXINGTON, NORTH CAROLINA -- They may have low prices but I get a slew of deceptive and outright lying 'coupons' and 'codes' in my email and on their website. They refer to discount that are legalistically worded to suggest savings and discounts, and then when you are done with your purchase, you realize most of what you were lead to believe is EXCLUDED!
My latest experience was on the website it said $10 off on orders of $50 or more of Vitacost products...most people would assume that items bought on the website would qualify as this is Vitacost...but, no. You needed to purchase actual Vitacost 'BRANDED' products...of course their offer didn't state the word brand or branded...so after adding things to my order to hit over $50, it wouldn't take.
Assuming their Customer Service would apply the discount after the purchase, that it was a failure of the website, I made the purchase anyway. Of course their Customer Service said they meant Vitacost BRAND products even though their ad didn't say that...so for $10 they had about 4 agents message me that they wouldn't give me a discount.
I don't care what the prices are, when a website uses deceptive or borderline deceptive advertising practices to bump an order, and then spend voluminous amount of customer representative time to back up the deception, they have not only lost a customer, but gained someone who will spread the word about their deception and anti-customer practices.